Sell2Go Real Estate

We do not intend to enter into an ongoing public dispute, but as further allegations have been made, some important facts require clarification. We have never denied that the AC failure caused inconvenience. What we strongly dispute is the suggestion that this family was simply ignored & left without assistance for around three months. The first AC problem was reported at the end of November. We immediately arranged a qualified technician, who attended, diagnosed the fault & carried out a €242 repair authorised by the owner. We received no further report of failure until 30 December. That same day, during the Christmas holidays & outside normal working hours, I personally delivered an electric heater & contacted the technician again. Further visits followed after Christmas/New Year. On 20 January we were informed that replacement was necessary & the owner was notified that same day. A second quotation was arranged, replacement was authorised on 10 February & a completely new AC system was installed on 19 February. It is important to clarify that Sell2Go is the managing agent, **not the owner**. Decisions involving significant expenditure ultimately require the owner's authorisation. Our role was to report issues, arrange technicians, communicate their findings & facilitate authorised work. The records show we did exactly that. Indeed, **this review itself acknowledges that decisions concerning quotations & replacement were made by the landlord.** The mould issue was reported & was not ignored. The tenants were informed it was condensation-related & advised how to treat it & reduce recurrence through appropriate ventilation. In contrast, no leaking toilet, sewage/ammonia smell or related sanitation problem was ever reported to us. We therefore had no opportunity to investigate or rectify these alleged issues. Raising serious maintenance allegations long after leaving makes it impossible for an agent or owner to inspect them at the time. Problems can only be addressed when they are properly reported. Regarding the alleged “48-hour eviction”, important context is omitted. The tenants had stated they intended to leave & return to the UK. After approximately two weeks without clarification, the owner's actual message was: “The owner asks that the property be vacated by Saturday if you are not proceeding with continuing to rent the property.” This was not a forced eviction. They remained until 17 April. The tenants now publicly confirm that rent & utility payments were deliberately withheld. Rent was €750 per month & remained unpaid from January until departure. Despite this, the owner offered substantial concessions: 50% off January, 100% off February & January's electricity costs covered. Approximately €600 in utility bills also remained outstanding. These substantial unpaid amounts are now simply described as being “withheld”, while the damage to the owner's furniture is similarly glossed over. Furniture belonging to the owner was removed from the property, placed outside on the solarium & damaged. **Whether the tenants considered it old or uncomfortable does not alter the fact that it belonged to somebody else & should have been treated accordingly.** We accept that AC problems during winter are frustrating. However, there is a significant difference between experiencing a maintenance problem & suggesting that the agent ignored a family for months. Technicians were instructed, repairs paid for, temporary heating personally delivered, substantial financial concessions offered & ultimately a completely new AC system installed. Long after a tenancy has ended, it is easy to present allegations that were never reported at the time. The contemporaneous correspondence, invoices & records provide a far more reliable account of what was actually reported & how we responded.

We are very sad to see this review, as it contains a number of claims which do not reflect what occurred during this tenancy. It is important to clarify the facts. The first A/C issue was reported to us at the end of November 2024. A technician was contacted immediately, attended the property and diagnosed that the system required re-gassing. This was authorised on 3/12/2024 and the work was completed shortly afterwards at a cost of €242 to the owner. We received no further report that the system was not working until 30/12/24. On that same day, in the Christmas holiday period and outside normal working hours, I personally went to the apartment and provided the tenants with an electric heater as an alternative source of heating. I also contacted the air-conditioning technician again that day. Following the Christmas/New Year holiday period, the technician arranged further visits directly with the tenants. After investigating the recurring fault, on 20/01/25 he advised us that the complete system should be replaced. The owner was informed that same day & arranged a second quotation. On 10/02/25 the replacement was authorised and on 19/02/25 a completely new air-conditioning system was installed. We therefore strongly disagree with the suggestion that this family was simply left for “around three months during winter” without heating or that the problem was ignored. Every time an air-conditioning problem was reported to us, action was taken, & an alternative electric heater was personally provided while the issue was being resolved. The review also alleges that a leaking toilet caused the tenants to be “constantly exposed to a horrible ammonia smell”. No leaking toilet or ammonia smell was ever reported to us during the tenancy, so we were never given the opportunity to rectify such an issue. Mould, however, was reported to us. This was not ignored. The tenants were informed that the mould was the result of condensation and were advised how to deal with it and how to reduce the conditions causing it, including appropriate ventilation of the property. It is misleading to suggest that the mould was an unreported or unresolved maintenance issue that we simply disregarded. The allegation that we “threatened” the tenants with a 48-hour eviction and attempted to put a family “out on the street” is also a serious misrepresentation of what occurred. The tenants had stated that they intended to leave and return to the UK. After approximately two weeks without clarification, the owner asked us to send the following message: “The owner asks that the property be vacated by Saturday if you are not proceeding with continuing to rent the property.” This was a request for clarification & possession of the property if the tenants were no longer continuing their tenancy. It was not a 48-hour eviction, nor were the tenants forcibly removed. In fact, they remained in the property until 17 April. There is also important context missing regarding the rent. The normal rent was €750 per month & rent was not paid from Jan onwards. Despite the problems experienced with the AC, the owner attempted to reach a reasonable solution by offering a 50% reduction of January's rent, waiving 100% of February's rent & offering to cover January's electricity bill. The tenants nevertheless remained in the apt until 17/04 without paying any rent (approx €1500 after deductions) Approximately €600 in electricity & water charges were also left unpaid. Furthermore, furniture (sofa, 3 mattress, bedframes, tables) belonging to the owner were left outside on the roof terrace exposed to rain / elements for 5 months, damaging them & therefore no longer usable, making over €1000 in damages. We accept that heating problems during winter were frustrating. However, the issue was never ignored. Technicians attended, temporary heating was provided, rent concessions were offered and a new system was installed. We have retained the correspondence and invoices supporting these facts.

Thank you Irma!

Hola, viste la casa el viernes por la tarde. Hoy, el lunes siguiente, como te informé esta mañana, podría enviarte la documentación hoy mismo, más tarde. Lamentablemente, el viernes no tuve tiempo de enviarla debido a otras citas, y el fin de semana tenía otros compromisos y no pude enviarla. Me llamaste esta mañana desde un número de teléfono que decía SPAM en mi teléfono y durante mis otras citas, cuando no pude contestar el teléfono. Te informé exactamente esto por mensaje cuando me enviaste un mensaje en whatsapp esta mañana. A lo que respondiste que ya no querías seguir adelante con la propiedad. Yo no pusiste excusas y no dije que necesitaras paciencia en absoluto. Simplemente dije que tenía otros compromisos y no podía enviar la documentación el fin de semana. Creo que haces una reseña muy injusta. Esperar un día laborable por una documentación para dar una reseña de una estrella no me lo merece. Espero que la gente sea más amable contigo de lo que tú has sido conmigo.